CaskCartel

I contacted CaskCartel to order some Christmas gifts for some family members on Dec. 14 and Dec 16. During the ordering process, it was stated that products would ship in 4-10 days. So, the product might make it to family by Christmas, and definitely between the Christmas and New Year's holiday. By December 29th, (two weeks later) most of my orders remained unfulfilled. I requested a refund. A customer service rep quickly responded and pointed me to the Cancellation \ Refund Policy where it states that ALL SALES ARE FINAL, and Refunds would be issued ONLY after 30 days passed without the order being fulfilled and shipped. Yesterday, on January 13th (on day #30) that I wanted my order cancelled and my money returned to me. This has followed my multiple attempts to communicate with CaskCartel who only give me pre-canned CSR messages about apologizing for the delay, and my need to consider the COVID situation and shipping issues. Within the CaskCartel draconian Cancellation \ Refund Policy, there is no "Give and Take", CaskCartel wasn't interested in hearing about my need to cancel a Christmas order when the order wouldn't even arrive by the end of December. They very stringently pointed me to their policies on numerous occasions. At one point they contacted me about an order that was absolutely going to go past the 30 days. Rather than offer me a refund, they tried to get me to spend an additional $45 dollars on acquiring the product from another vendor, or they would issue me store credit (I informed them I would never do business with them again), or I could sit and wait and the product would eventually arrive... Someday... After I contacted them on Day #30 asking for a refund, near the end of business hours, they marked 1 out of my 3 items as "Fulfilled", and printed out a shipping label for it. I sent them another email, saying, "THAT is NOT a shipped product". They didn't respond. Today, I got another email that they're sending the rest.

On December 21 I ordered four bottles of Glenlivet 18 yr old scotch. The photo on their web site and the description of the product both showed a bottling that was at 43% ABV. Even at that, I followed the order with an email to Customer Service stating that I DO NOT WANT THE 40 ABV product. Here is the reply I received: *** Gina (CaskCartel.com) Dec 22, 2021, 4:49 PM EST Greetings *** & thanks for reaching out! Thank you for informing us of the version you prefer for this order, I did look into it and noticed you definitely did order "The Glenlivet 18 Year Old Single Malt Scotch Whisky" the 43% ABV version. I do not think our retailer will send the wrong product, I can inform them to make sure they are prepping shipment for the correct product you've placed your order for. I am glad you were able to reach out to us about your order because I did want to inform you the order is currently processing with our retailer right now which is good news. We at least allow them to prep for shipment and have the package sent to our carrier who will complete the scan-in process and have package shipped out to your home. You can always reach out to us by phone or email regarding an order status or any updates for this order. We would love to help! We truly value you as a customer and your business is much appreciated. Have a wonderful day! Best Regards, Gina *** My original email was: *** Dec 21, 2021, 10:45 PM EST Hello, This order assumes that the Glenlivet 18 is the old version with 43 ABV as per the description and picture. DO NOT SEND THE NEW 40 ABV version. Thank you, *** Weeks later I received 4 bottles of the exact product I told them I do not want. They are refusing a return and credit. I believe they violated the law with bait & switch tactics. I want a full refund for $630.34 and am willing to prosecute if necessary. The State AG should probably be made aware for consumer fraud. I can provide full email chains if necessary

Ordered the Metallica batch100 box set. They sent a box with batch102 instead. Contacted several times, no response. Not only person this happened to On May 24th, I ordered the Metallica batch 100 blackened whiskey box set from cask cartel. ORDER #*** BLACKENED(r) AMERICAN WHISKEY LIMITED EDITION BATCH 100 BOX SET Collect One/Drink Two*** × 1 $269.99 Subtotal $274.14 Shipping $31.49 Total $305.63 USD When I received the box set, I put it aside as I was planning to keep it as a collectible. When I finally went to open the box set, I came to find they had put a bottle of batch 102, not batch 100 as advertised... and the overall appeal and listed batch bottle of the whole box set in general. I emailed them twice with absolutely zero response: First Email: *** Sun, Dec 13, 2020, 6:41 PM to CaskCartel.com Hi there , So I purchased this box set back in may , and was keeping the box itself unopened as a collectible. So I just went to open it today , and I noticed that my bottle in the box is batch 102 , not 100 as advertised . Not sure if this was a mixup or packaging mistake , but please advise as I would really have liked to receive the item as advertised batch 100. Thanks for your time and I look forward to hearing from you After no response, second email: *** Jan 12, 2021, 12:24 AM (9 days ago) to Support Hey there, So it's been almost a month since I put in my complaint about my Metallica blackened "batch 100" box having a bottle of batch 102 instead of 100. I got a automated response saying there is a general delay in customer service, but I believe enough time has passed. To be clear I am not trying to run a scam or anything to get a batch 100 bottle. There was a delay in me opening the boxset as I had no doubt it was what I purchased, and was shocked to see it was batch 102 instead of 100. I have also researched customer complaints, including one logged in the complaintsboard.com website, that describes a similar mixup with the Metallica batch 100 boxset including a different batch bottle. Please advise ASAP , I would just hope this situation can be resolved promptly and respectfully. Looking forward to your response. IN CONCLUSION: As stated in my email, I have no need to try and scam or something stupid for a bottle of batch 100. The issue is I purchased what was advertised as a batch 100, and in fact they sent a batch 102, which defeats the ENTIRE purpose of the batch 100 specific boxset. I also have seen on the Complaintsboard.com that this is NOT the first time someone has complained about receiving the wrong batch in their box set, so it is in no way a lone complaint. All I am asking for is the company to rightfully send me the bottle that I paid for, but they can't seem to even find the time to respond to me to begin with, so regretfully have to escalate the case to the Complaintsboard.com.

Misrepresentation of products being in stock & able to ship in 5-10 business days, Bait and Switch sales practices, & inaccurate status communications On December 8, I placed two orders with CaskCartel.com, order *** for $91.46 and order ***, for $95.48. I ordered two different bottles of bourbon to be delivered to two local friends for Christmas. Upon placing the orders online at CaskCartel.com, I received immediate email order confirmations that advised the following, " your order has been accepted by a local licensed authorized retailer partner for processing & fulfillment." I also read the terms that indicated that all sales are final. The notifications advised that I would receive a shipping notice email when each bottle of bourbon was shipped by the local merchant. I emailed CaskCartel.com on 12/11, 3 days later, indicating that I had not received any shipping notices yet. I received a canned response the same day that said, "Due to Covid-19 and the holidays, an order typically takes 5-10 business days to be shipped. This order has currently been sent to the retailer for fulfillment and is processing. Once processed, you will receive an email with your tracking information in which the shipping carrier will provide and estimated delivery date." Two weeks passed with no notifications from CaskCartel, so I emailed them on 12/22 to ask for a status update, indicating that 10 business days had passed. My email said, " It has now been 10 business days since I placed my (two) orders with Cask Cartel and I don't have any shipping information yet. Can you please contact the retailer and obtain a status on my behalf for each of my two orders? Christmas came and went and I did not receive a response back until December 28th, which said, "This email is a courtesy to notify you that the retailer fulfilling your order unfortunately does not have the Black Saddle 12 year old Straight Bourbon Whisky. We have reached out to another one of our retailers and they have this item in stock, however, they are charging $10 more for the bottle. Would you be willing to pay the additional charges to have this item sent? If not, we can move forwarding to cancelling out that portion of the order." This is horrible customer service and unacceptable for several reasons as follows: I placed two orders on 12/8. Both orders were immediately "accepted" by a local retailer. What does that mean? Does that mean the bottles I ordered are in stock w/ the local retailer and will be shipped soon? Apparently, that notice is automatic and means NOTHING more than "we received your order". When I emailed customer service on 12/11 to ask about shipping status, I receive a canned response with no specific updates about my order. Apparently the person from CaskCartel who responded did not take the time to reach out to the local retailer(s) to determine updates on my order, or else CaskCartel would have known that one of my two bottles of bourbon was not in stock and could not possibly be shipped "within 5-10 business days". When I emailed CaskCartel on 12/22, this was 3 business days before Christmas, plenty of time for CaskCartel to research my orders, determine specific status and notify me that the orders would (or would not be) shipped before Christmas. I receieved NO response prior to Christmas. There was no response from CaskCartel until the evening of 12/28, which (see above) stated that one of my two orders could not be shipped because the local retailer does not have the bottle. I was also asked to pay $10 more to have the bottle shipped from another retailer, even though CaskCartel states that ALL SALES ARE FINAL. If CaskCartel wants all sales to be final, then that should mean they also accept any risk(s) that local retailers might charge more. In addition, the email message from CaskCartel on 12/28 provided no status on my second order, which was placed on 12/8 and has not received ANY updates, no shipping status, no details on each order. At this point, I have no idea whether either of my two bourbon orders will be fulfilled.